Rosewood Communication Feedback Media Group

The Communication, feedback, media group meets Mondays  10-3 at Rosewood Involvement Centre in Ollerton, Nottinghamshire.

As part of our involvement in publications we often review articles and personal stories for communicating in a public forum. Our Trust monthly magazine Positive and our annual involvement report being just two of many publications. Within an array of subjects we actively promote our achievements and raise issues around service changes and improvements. As a group, we thought blogging about the work would be a good way to share what we do to inform people more openly about the roles involvement volunteers take on.

Some of our involvement volunteers are trained to take part in staff interviews. Recently, we got together to write interview questions for a team leader post at Rampton Hospital. We ask our questions from an Involvement and Recovery viewpoint. Upcoming interviews include a post for a social services manager and a consultant in the forensics division.

The group work on several things at once including ‘You said we did’ posters created from the Involvement Centres quarterly satisfaction survey. The posters list things that are good and also things that can be improved. All comments are reviewed and actioned then displayed in the centre so everyone can see the outcomes of their involvement. Here is some feedback we received from service users and carers.

Listening to you poster
Click for larger version

We contribute to the Trust reports and we are planning to write an article about Patient Opinion and how our involvement volunteers link their roles into gathering feedback. We have been involved in project called the Patient Feedback Challenge where involvement volunteers worked with a staff team from Newark and Sherwood. The project was about capturing and responding to feedback from service users and carers. All of us in the group feel this important work needs to be included in the Trust Annual report.

Our other work involves The Story Shop where volunteers tell a range of stories across mental and physical health on topics like bi-polar, schizophrenia, depression, substance misuse, psychosis and other physical health issues such as diabetes and stroke.

People visiting ‘the shop’ can ask someone to share their personal experience of mental or physical health face to face. It’s a great way to find out about it in a more informal and relaxed way. The Story Shop runs public events in schools, libraries, cafes, colleges and universities. Since the initiative started in 2009 more than 3000 people have shared their stories.

And that’s it for now! Look out for our next update where we will tell you more of what goes on at The Rosewood Involvement Centre.

Rosewood Involvement Volunteers

Hello my name is Amanda…

Hello my name is Amanda. I am Involvement and Experience Manager and this is my first job in the NHS. I am finding my new role to be very rewarding and diverse: ensuring that the voices of patients, service users, and carers are heard to bring about changes and improvements in services. Also, to ensure that patient, service user and carer involvement and experience is a key part of the culture of the Trust, my role is to work with colleagues to review plans and activities to develop and share good practice.

I am gaining great job satisfaction from seeing how patient feedback really does bring about changes and have learned that the smallest things really matter. My new mantra is, “Do sweat the small stuff”, because enabling small changes to happen can have such a positive impact on the life of an individual. So please have a look at Your Feedback Matters to see what we are doing or indeed leave your own story at Patient Opinion.

I have been interested in health-related issues for as long as I can remember and prior to my current role worked in Connexions and then the Local Authority, directly supporting young people and then managing diverse projects and teams with a focus on developing integrated practices, in partnership with a range of other professionals to support and help vulnerable families with a range of issues.

As for my life out of work, I am an arts graduate with a keen interest in art and fashion, with a particular passion for re-fashioning and re-cycling as well as street-style photography and how fashion is sourced from and displayed in non-traditional spaces. I also like raising money for various charities and travelling.

Compassionate care- response to the Francis report

The government response to Francis emphasised the importance of compassionate care.

Jane Danforth from the team was asked to contribute a case study post Francis on the DOH website on Compassionate Care due to the team’s work with Patient Opinion an independent  site about experiences of UK health services.

The hope is that by using the voices of those who are working in the health and care system, we will be able to show the changes which have occurred due to the findings of the report as well as reflections on how the journey has felt from within the system, and what the challenges and opportunities going forward may be.

The  Trust  has supported the Involvement and Experience approach to really embrace Patient Opinion and the Your Feedback Matters website as places to leave opinion, comments and stories.

Please find the case study here:

Involving patients, improving care | Compassionate Care

Patient Opinion- guest blog

At Patient Opinion we believe in the power of open, transparent feedback and its ability to make an impact.

We have a fantastic working relationship with Nottinghamshire Healthcare, which has been running since 2008. At the time of writing, Notts have 700 staff members registered on Patient Opinion. The rich collection of 1,953 stories have been read an astonishing 470,000 times.

In recognition of the way the trust has embraced online feedback, we have identified them as an exemplar organisation.

But what does this mean? For us, an exemplar organisation is able to show how the experience of users and carers are making a real difference to staff and services. A huge part of this is the cultural integration of Patient Opinion, which is an area Nottinghamshire Healthcare has excelled at.

As part of our exemplar work, we visited the trust to film for our upcoming video series. Hearing from a variety of staff about how they integrate the use of online feedback was inspiring and uplifting. It is clear that within the trust, the service user’s voice is listened to.

Our first visit was to Bingham Children’s Centre. Set amongst the colourful backdrop of radiant multi-coloured wallpaper, sandpits and toys, we were keen to hear just how such a cultural shift has been achieved. It wasn’t easy.

Sue Dyke, Involvement Manager, explained to us the challenge of spreading awareness and acceptance of public feedback. She said: “When it first started we tried to relay that there’s nothing to feel threatened about. It’s a bit daunting, the thought of comments online.

“It was trying to reassure staff that it was safe to do so, that all of those stories would be moderated and that they didn’t have anything to fear. As they’ve started to use it they can see that it works really well.”

Staff can be fearful online feedback will lead to blame. However, when stories and responses are visible to everyone, the impact can spread beyond the particular issue. Open feedback begins to result in change.

Overcoming fear is a common challenge. Nonetheless, when it is achieved the results can be empowering. Jenny Newman, Patient, Carer and Public Engagement Manager, said: “We’ve found that it gives people confidence to tell us the real story, because often at the beginning people were telling us stories that they thought we wanted to hear.

“We’ve been on a journey and so have the users and carers. Now they have trust in us to know that we do want to hear it, warts and all, and that we will work on what the issue is if there is one.”

We also heard from Jane Danforth, Involvement Manager, when we visited the Rosewood Involvement Centre. Jane discussed the use of PO Champions – whereby service users and carers can become volunteers and help receive feedback from others.

She said: “For some of our service users they’ve left feedback on the Patient Opinion site and been really pleased with the response that they’ve got back.

“Some have expressed an interest and a desire to actually help other people bring about changes by gathering feedback. I think it has given us that greater connection with service users.”

It is this level of dedication, as we have seen from Nottinghamshire Healthcare, which encapsulates the power of giving service users a voice. Empowering service users does not have to disempower staff – the reality is the often the opposite.

We are excited about continuing to develop our relationship. Together, we hope we really can make a difference.

Ricky Derisz – Subscriber Support Officer, Patient Opinion